Customer Success Manager

CBTS is a company that focuses on delivering technology solutions to enterprise clients. As a Customer Success Manager, you will manage a portfolio of accounts, ensuring client satisfaction and driving measurable business outcomes by aligning CBTS solutions with client goals.

Responsibilities:

• Serve as the primary post-sale point of contact and trusted advisor for a portfolio of CBTS enterprise accounts
• Build and execute tailored success plans that align CBTS solutions to each client's KPIs and drive measurable outcomes
• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships
• Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support
• Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts
• Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes
• Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data

Requirements:

• Bachelor's degree in Business, Communications, Information Technology, or related field
• 8+ years of relevant experience in customer success, account management, or client-facing roles
• Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite
• Strong track record in renewal and retention management, including success plan development
• Excellent client communication skills — written, verbal, and executive-level presentation
• Solid commercial and financial acumen; able to connect technology value to client business goals
• Client relationship management — you build trust at every level of an organization
• Ownership mentality — you treat your accounts like your own business
• Proactive problem-solving — you see issues before they become escalations
• Collaboration — you work across Sales, Support, and Solutions to get things done for clients
• MBA or Master's preferred
• Experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar)
• Background in IT services, managed services, or technology solutions environments
• Comfort with data analysis and reporting to support account health storytelling